DTO Process map for Payment schedule requests

Written request for payment schedule

Review Case

Request is for more than 3 months

Do not provide Customer / Agent with list of payments. Go to SEES and send Payment Schedule Letter give deadline of 10 working days from date of issue.

Where you identify a request is particularly complex and comes from a large business you should contact the appropriate CRM/CC in LBS or L&C and liaise over who should handle the request

Request is for up to 3 months of current year or the last 3 payments made

Make one Attempt to contact Customer / Agent by telephone.

Message left requesting call back within 2 working days

Contact made

Attempt to resolve at this point

Unable to resolve. Issue list of payments give deadline of 10 working days from date of issue

Resolved follow appropriate SWI.

Unable to leave message

Issue list of payments give deadline of 10 working days.

Is there an underpayment work item on IDMS?

Yes

Update BROCS notes on relevant years and IDMS record actions. If there is an IDMS work item set BF to ‘Review’ to next working day after deadline given. If there is no IDMS work item update IDMS notes/assets.

No

Has IDMS 99 already been issued?

Yes

Follow appropriate Transfer to Enforcement SWI & BF to next working day after deadline given. Update IDMS and add BROCS notes on relevant years if schedule letter or list of payments has been issued.

No

Set next action to ‘IDMS 99 Queue’ and BF to next working day after deadline given. Update IDMS and add BROCS notes on relevant years if schedule letter or list of payments has been issued. Inbound/Outbound Telephone contact

Review Case

Request is for more than 3 months

Request Customer / Agent to provide list of payments and give deadline of 10 working days

Where you identify a request is particularly complex and comes from a large business you should contact the appropriate CRM/CC in LBS or L&C and liaise over who should handle the request

Request is for up to 3 months of current year or last 3 payments made

Attempt to resolve at this point

Unable to resolve. Issue list of payments give deadline of 10 working days from date of issue

Resolved follow appropriate SWI

Is there an underpayment work item on IDMS?

Yes

Update BROCS notes on relevant years and IDMS record actions. If there is an IDMS work item set BF to 'Review' to next working day after deadline given. If there is no IDMS work item update IDMS notes/assets.

No

Has IDMS 99 already been issued?

Yes

Follow appropriate Transfer to Enforcement SWI and BF to next working day after deadline given. Update IDMS and add BROCS notes on relevant years if schedule letter or list of payments has been issued.

No

Set next action to 'IDMS 99 Queue' and BF to next working day after deadline given. Update IDMS and add BROCS notes on relevant years if schedule letter or list of payments has been issued.